Claim OwnershipThe Hospitality Playbook Podcast
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© 2024 The Hospitality Playbook Podcast
Description
One episode, one tactic to improve a hospitality business.
If you run a coffee shop, bar, restaurant or any other hospitality business, tune in to this show to hear actionable things which you can use to improve your business straight away.
We get it, running a hospitality business is hard. There are so many moving parts and so many issues to deal with to succeed. But some people are succeeding, so we're speaking to the industry's most knowledgable people to find out how.
38 Episodes
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Richard Dickson, founder of Play It Green, talks us through his net zero framework which helps businesses reduce their carbon footprint.Chapters00:00 Introduction and Background02:00 The Mission and Products of Play It Green04:28 The Net Zero Framework and Creating a Plan07:46 The Importance of Governance in Sustainability12:11 Reducing Carbon Footprint through Energy Choices15:41 Sustainable Food Choices and Waste Reduction21:06 Sustainable Transportation and Venue Choices23:57 Resource Use ...
Liam and Dan Nash discuss the importance of storytelling in building a brand and connecting with customers. They talk about storytelling as more than just a classical narrative, but as everything a business says and does to shape people's perceptions. Dan shares his framework for effective storytelling, starting with the journey of the business and its founders. They discuss the power of sharing challenges, lessons learned, and successes in creating emotional connections with customers. ...
Liam and Claire Crowel of Hattie Jane's Creamery discuss the importance of structured interviews and provide templates for restaurant managers. They cover topics such as communication, empathy, adaptability, resilience, conflict resolution, problem-solving, critical thinking, and hospitality. Claire emphasises the need for consistent and relevant questions to avoid personal biases and ensure a level playing field for all candidates. She also suggests incorporating work samples or treating the...
Liam speaks with Omar Boubess, the founder of Studio Circa, a branding studio for hospitality brands. They discuss the connection between evolutionary psychology and hospitality, specifically how brands and customers co-evolve over time. Omar explains that brands evolve through implementing new practices, communication styles, and visual styles, while customers evolve in their understanding of brands and their expectations. They also explore the concept of quality and how it evolves based on ...
Liam talks with Matt Wampler from ClearCOGS about the importance of tracking actual vs theoretical food costs in the restaurant industry. Matt explains that actual food costs are the real costs incurred, while theoretical food costs are the expected costs based on recipes and menu items. Not tracking both can lead to a lack of understanding of true food costs and potential problems in inventory management. Matt provides tips on implementing processes to track actuals, emphasises the impo...
Annica Wainwright talks about the importance of customer surveys and how they can help improve menus and overall customer experience. She explains that many businesses are hesitant to conduct surveys due to the perceived complexity and fear of negative feedback. However customer input is crucial for making strategic decisions and improving customer satisfaction. Annica also provides insights on timing and frequency of surveys, as well as tips for survey implementation and incentives.Cha...
Jojo Smith, the brand and vision fairy godmother, discusses the importance of brand and vision strategy in business development. She emphasises the distinction between branding (visuals) and brand (personality and values). The lack of alignment between a company's brand and its employees can lead to short-lived relationships with clients. Jojo provides steps for getting employees aligned with the company's values, including education, assessing individual values, and encouraging engageme...
Liam and Mason from Grtfl discuss the importance of transparency of tips in the hospitality industry. They highlight the problems that arise from a lack of transparency, such as decreased motivation and engagement among employees. The conversation then delves into three tips for improving transparency: communication, documentation, and technology. Mason shares a case study of a business that successfully increased transparency and improved motivation among team members. The conversation...
In this conversation, Mike Radley from Joli App discusses the importance of user-generated content (UGC) for hospitality and leisure brands. He explains that UGC has become popular due to changes in social media algorithms, which favour authentic and relatable content. Mike highlights three ways to leverage UGC: using staff as content creators, involving customers in content creation, and collaborating with influencers and content creators. He provides examples of successful brands that have ...
In this conversation, Liam and Alex discuss the importance of effective training and onboarding in the restaurant industry. They highlight the consequences of poor onboarding, such as high turnover, poor staff morale, and burnout. Alex shares his insights on what makes a good training plan, emphasising the need for clear expectations, ongoing support, and collaboration between trainers and management. They also discuss the flexibility of training plans and the importance of identifying and ut...
Olivia, an interiors and graphic designer at Catersales, discusses the importance of incorporating biophilic design principles in coffee shops and other hospitality spaces. She explains that these principles not only contribute to sustainability but also enhance the guest experience, reduce stress, and improve overall well-being. Olivia emphasises that even businesses without a specific focus on sustainability can benefit from implementing these design principles. She provides practical ...
In this conversation, Liam and Alex discuss the importance of gender inclusivity in the customer journey. They highlight the benefits of creating an inclusive environment from the very beginning of the customer interaction, including the booking process. Alex emphasises the value of using gender-neutral language and asking for pronouns in booking forms to make customers feel valued and seen. They also discuss the importance of staff training and accountability in using correct pronouns. The c...
In this conversation, Annica Wainwright, co-founder of 2 Forks, discusses the importance of menu optimisation. She explains how menus can be used as a powerful tool to drive specific behaviours and increase profitability. Annica introduces the concept of categorising dishes into stars, workhorses, puzzles, and dogs, and highlights the need for a balanced menu. She also shares a visual strategy using highlighters to identify and improve menu performance. Annica emphasises the importance ...
In this conversation, Liam interviews Ian Hyndman, a franchise expert, about market selection for franchising. They discuss the importance of understanding the complexities and nuances of different markets, as well as the pitfalls of not conducting thorough market research. Ian emphasises the need to match the target market's demographics and consumer preferences with the concept being franchised. He also highlights the significance of considering social factors, such as dining habits and cul...
Liam and Andy Dempsster discuss the importance of increasing average spend per head in the hospitality industry. They highlight the need to track this key performance indicator (KPI) to identify opportunities for growth and make informed decisions on pricing and staffing. Andy emphasises that selling is an integral part of good hospitality and encourages businesses to train their staff in suggestive and descriptive selling techniques. He introduces the concept of the Ticket to Ride methodolog...
Liam and Alex discuss the importance of average check size and how businesses can increase the perceived value of their products or services. They emphasise the need to focus on worth rather than cost, as customers are willing to pay for experiences that they perceive as valuable. The conversation covers strategies such as improving the quality of the product, training the team to provide excellent service, and paying attention to details that enhance the customer experience. They also discus...
Liam and Ewan discuss the importance of employee engagement in the hospitality industry. They highlight the negative impact of a poorly engaged workforce, including reduced revenue, low customer service, and inefficiency. Ewan emphasises the need to measure engagement and develop a people strategy to improve it. Ewan also recommends creating a plan of attack or a people strategy that covers the entire employee journey, from recruitment to ongoing training and development. Chapters00:00 ...
Liam speaks with Annica Wainwright, co-founder of 2 Forks, about the importance of menu optimisation in increasing average spend in the hospitality industry. Annica explains how menus can play a crucial role in guiding customers' choices and maximising profits. She suggests a strategy for getting the first drinks order in early by placing a curated drink selection at the top of the menu. Annica also discusses the impact of menu design and placement, the benefits of pairing food and drink...
In this conversation, Suzie McCafferty, CEO of Platinum Wave Franchising, discusses the world of franchising and provides valuable insights for businesses considering franchising as a growth strategy. She emphasises the importance of proper preparation and highlights the risks of franchising without careful consideration. Suzie also outlines key considerations for franchising, including having a proven and profitable business, operating in a sector with longevity, and establishing a strong cu...
Liam and Sam Brown discuss the concept of value exchange in the hospitality industry. They highlight the importance of capturing customer data and offering something of genuine value in return. Sam shares examples of successful value exchanges, such as birthday clubs and personalised offers. He emphasises the need for a clear narrative and internal communication within the business. Sam also provides advice on choosing a value exchange that aligns with the brand and offers quick wins for...
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